49% of respondents who have made an online purchase in the past one year used click & collect services, but about half of these consumers found issues that potentially damaged their customer experience.
Bad experiences is expected to have an impact as 56% of respondents who experienced problems at peak times like Black Friday and Christmas said they would be unlikely to shop with the same retailer this year.
The study of 2,093 UK adults was commissioned by JDA Software and Centiro.
JDA retail strategy director Jason Shorrock said: "As online retail continues to grow, so too have consumers’ expectations. What they want is an ‘anywhere, anytime’ fulfilment service that is convenient and reliable.
"It is clear that consumers will vote with their feet if their expectations aren’t met. This underlines the need for retailers to ensure customer service excellence is maintained all year round, even during testing peak times."
This article is from the CBROnline archive: some formatting and images may not be present.
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